Customer Support Associate

About Us
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
Reporting to: Manager, Customer Service
Location: Remote
Schedule: Full-Time (hours may vary)
About The Team
Fanatics Collectibles is a new company working at the intersection of collectibles and technology. Backed by some of the best investors, sports properties, and operators in the world, we’re integrating with Fanatics’ global digital sports platform (inclusive of 900 sports relationships and more than 80 million fans) to reimagine the collectibles business.
About The Role
Customer Support Associates act as a liaison between Fanatics Collectibles, Inc. and our Collectors as a single point of contact to all Collector inquiries regarding products, policies and services available. This role reports directly to the Customer Service Manager. This is a remote role working EST hours.
Collector Support is at the backbone of what Fanatics Collectibles believes in: relentlessly enhancing the Collector experience. As such, these roles have a history of advancement within Fanatics up to the Director level in Customer Experience, Project Management, Brand Management, and more. Above all else, we are looking for proactive, enterprising people that want to work directly with customers and are looking to start a long, successful career within Fanatics.
What You’ll Be Doing
Liaise between Fanatics Collectibles and Collectors by supporting all inquiries and issues
Model exemplary service through web message, voice, and email channels
Delight Collectors: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction
Build and maintain relationships with repeat Collectors
Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
Additional duties as assigned
What We’re Looking For
Positive, Collector-minded individual with a passion to serve
General knowledge of trading cards and collectibles industry
Strong problem-solving abilities and attention to detail
Excellent interpersonal, verbal, and written communication skills
Able to multitask, prioritize, and manage time effectively
Proficiency in MS Suite, including Word, Outlook & Excel
Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence)
Experience working through web message, voice, and email interactions with customers
Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
The salary range represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. For information about our benefits, please visit https://benefitsatfanatics.com/
Salary Range
$20 - $25 USD
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Work arrangement
Yes